Help Desk Analyst

• Jul 2019 - Present

Help Desk Analyst at growing Southern California MSP. Responsible for managing key infrastructure for over 30 clients, and over 500 endpoints. Help Desk Analyst at growing Southern California MSP. Responsible for managing key infrastructure for over 30 clients, and over 500 endpoints.

Program Manager

• Sep 2017 - Present

Assistant Manager

• Oct 2016 - Jul 2019

Founder

• May 2016 - Oct 2016

Formed business and obtained clients. Responsible for all aspects of running a business, from providing technical services to our client base to daily operational activities. Formed business and obtained clients. Responsible for all aspects of running a business, from providing technical services to our client base to daily operational activities.

IT Manager

• Oct 2015 - May 2016

Played an integral role in the organization to oversee all client support requests for a small business with 40 plus clients. Responsible for all projects for each client and ultimately client satisfaction. Also served as tier three technical support, and routinely troubleshot Exchange and other server based applications. Identified key areas for improvement and worked with Owner of company to remedy problems. Implemented and managed anti-virus application running centrally from our office, among several other applications. Implemented company wiki and used as a central hub for all client information, troubleshooting articles, and for all internal documentation (meetings, policies, procedures, etc.). Show less

IT Analyst

• Mar 2013 - Oct 2015

Began as an IT Intern, but quickly was promoted to Help Desk Analyst after displaying my skill-set for over 350 end users locally, 4,000 employees globally. Learned and administered several applications to support internal staff at corporate office. Routinely assisted all executives and board members with a variety of technical problems. Responsible for backups, and new user setup in Active Directory. Implemented remote technical support platform. Provided training to new staff. Created and managed virtual machines within VMware daily. Became a Google Apps system administrator, responsible for account management and overall maintenance. Managed all application deployment and hardware setup and repairs. Promoted to IT Analyst at QSI acquired Mirth Corporation, and responsible for 80% account administration, 20% helpdesk support. Solely provided helpdesk support for office of 175 employees, plus JIRA/Confluence/Google Apps accounts for over 600 users. Show less

Tech Center Expert

• Jul 2009 - Oct 2012

Responsible for all technology repairs through Easy Tech business model while assisting customers with all technology inquiries. Created innovative solutions to handle customer issues, along with maintaining exceptional customer service throughout the entire store. Previously was Customer Service Lead, before promoted to technology department manager. Built the Easy Tech business by utilizing salesforce.com to target our best customers, and invite them for a free consultation for all of their technology needs. Outstanding customer service, prioritization, and troubleshooting skills needed to effectively run the technology repair department. Store keyholder, which would routinely open and close store without any other manager present. Routinely interview candidates applying for a position in technology department. Accepted into Assistant Management Trainee Program. Show less

Network Administrator Assistant

• Feb 2007 - Jun 2010

Maintain a network infrastructure of an estimated 700 computers, with approximate 1,500 end users. Daily responsibilities included effectively solve all end-user support claims, installation and management of new workstations, as well as upgrade and maintenance of existing network infrastructure and devices. Adapted quickly to learn imaging, project management, customer service, and technology repair and upgrade skills. Maintain a network infrastructure of an estimated 700 computers, with approximate 1,500 end users. Daily responsibilities included effectively solve all end-user support claims, installation and management of new workstations, as well as upgrade and maintenance of existing network infrastructure and devices. Adapted quickly to learn imaging, project management, customer service, and technology repair and upgrade skills.